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4.4 516 Reviews

Trivago Complaints Summary

0 Resolved
78 Unresolved
Our verdict: Engaging with Trivago at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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M
11:32 am EDT
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Trivago hotel reservation confirmation

Good day. I did a booking by searching Hotels at Jodhpur on Trivago website. I was directed to Hotel website ( Treebo Hotels, Marwar Hotel, Jodhpur, India) where I did booking for 3 adults (1 room) for 2 nights (25th & 26th Dec'18), by paying the full amount through my credit card. The booking reference no. is TRB-[protected].

I submitted my e-mail ID ([protected]@bharatpetroleum.in ) in the relevant section for receiving booking confirmation and room details. However, in spite of sending mails to "'[protected]@themarwar.com" and "alerts.[protected]@treebohotels.com" asking for sending a confirmation for having received full amount and sending booking confirmation through e-mail, I am yet to receive such e-mail confirmation from them. I had also asked them to correct the booking name in the booking from "Diamond Ashok Ratna" (my residential address; name got picked up by default while filling details) to "Anurag Mittal" .

However, despite sending reminders to said Hotel IDs, I am yet to receive a confirmation. Kindly assist. Also, we expect Trivago to ensure that all Hotels listed on your website should be prompt & responsive to customer needs (and not indifferent as in instant case).

Kindly confirm on action taken to my e-mail "[protected]@bharatpetroleum.in"

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5:08 am EDT

Trivago reservation for a room in bologna

My partner and I booked a couple of hotels for our trip to Italy. One in Florence for three nights and one in Bologna for one night. I now found that the last hotel in Bologna was actually booked in Naples!
When we searched for hotels in Bologna on your website, we looked on your map and picked a few to choose from. We decided in one that looked good for what we wanted and booked it. Now I realised that the hotel is in Naples when we were looking in Bologna map!
We asked booking.com to cancel this reservation as it looked like their mistake but it's actually from your website.
We want this sorted as we don't want to pay when it's your websites mistake.
Nadine

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12:14 pm EDT
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Trivago hotelquickly

I made a reservation through Trivago on 7/18/2018 for the Omni Hilton Head covering the period 9/16/18 to 9/20/18. The reservation was handled subsequently by HotelQuickly (#HTL-AE2-[protected]). I cancelled the reservation with HotelQuickly within the grace period for free cancellations (Hurricane Florence cancelled the reservation by default anyway.) HotelQuickly states that they are unable to refund the advance payment to me directly but can only provide a credit at their site which I can use for future travel. Their explanation hinges on 'technical issues' with their refund system. This explanation is not entirely believable and has changed during the course of my correspondence with them. It all sounds very much like a scam. I have passed the matter to my credit card company who are following up on my behalf. I would be reluctant to use Trivago again if they pass off their work to disreputable companies like HotelQuickly. I thought you should know.

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12:58 am EDT
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Trivago hotel booking

I was looking for hotel booking near London bridge tube station in London. The search showed Amber residency 0.4 miles from London Bridge station. I booked it only to realise later that it is 4.9 miles from the tube station. I had to cancel the booking and now the hotel has charged me £37 for cancellation. I have suffered this loss entirely due to wrong information provided by Triviago. I claim refund of the cancellation charges.
Thanks
Sarang Kasture

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10:26 pm EDT
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Trivago unable to make hotel booking

I have tried several times to book the Novatel located near Bangkok Airport, since the price quoted by Trivago is the best deal. I keep on getting the message back saying 'hotel not responding, please contact Quality Hotel'.

I have tried going on the Quality Hotel website, though it doesn't even show any hotels near Bangkok Airport.

I suspect wrongful advertising and that the rate being quoted by Trivago is simply not correct, which is why it doesn't allow the booking to go through.

As such, I am now dubious about using Trivago.

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Update by David Thorman
Sep 24, 2018 10:28 pm EDT

Trivago - Quoting false prices on their website - unable to complete booking.

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11:17 pm EDT

Trivago no business received

Hello Team,

We have registered ourselves on Trivago on 9th Aug 18. and its been more than a month now but we haven't received any business from Trivago. Lots of promises were made by the Trivago Executive which turned out to be false. Our calls were not answered at all. Neither we received proper email responses on the promised dates.

We were cheated on the 1st day of registration itself by giving us 10% discount coupon while registering but it was not applied at all. ( charged 100% charges)

we have asked for refund, Yet nothing has been done about it. (we were informed that it would be done by a week but no response yet.

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6:15 pm EDT

Trivago subscription charged to incorrect account

I have sent numerous requests for contact.
The Pro Subscription was charged to an expired credit card for the previous owner of the motel. Credit expired 02/18 Trivago charged the credit card 29/08/18 and therefore we are seeking a full refund immediately.
I think that service and back up is extremely poor and Trivago are extremely hard to contact.
I can not seem to delete the previous owners credit card details without providing another credit card and the new owners (as from 31 March 2018)would like to cancel the Pro Subscription immediately.
I request that someone contact me urgently regarding this
Michelle Smith
Fitzherbert Regency Motor Lodge
250 Fitzherbert Avenue
Palmerston North
New Zealand
+[protected]
[protected]@fitzherbertregency.co.nz

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1:33 am EDT
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Trivago trivago ad

Dear sir, I am from India. It's a request to please change the ad of Trivago, that guy is so annoying. I just swipe the channel when the ad comes, or just skip the video whenever it appears on any app. That short guy is just not suited for acting, he is very irritating. The ad is not at all attractive, instead when it appears it feels like a torture!

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7:56 am EDT

Trivago I would like a refund for services paid for but not received

Bom dia, Julia Nicholson,

Vimos por este meio confirmar que o pagamento do trivago Hotel Manager PRO no valor de €242.92 foi processado com sucesso no dia 22.08.2018. A fatura é disponibilizada apenas para os seus registos, não sendo necessária qualquer ação adicional da sua parte.

Se tiver alguma questão, não hesite em contactar-nos.

Com os melhores cumprimentos,

A sua equipa trivago Hotel Relations

Diretores-gerais: Rolf Schrömgens | Johannes Thomas | Axel Hefer

Tribunal de Registo: Amtsgericht Düsseldorf, Número de Registo: HRB 51842

* Este email poderá conter informação confidencial e/ou privilegiada do ponto de vista jurídico.
Damos-lhe conhecimento pelo presente de que qualquer divulgação, cópia, distribuição ou utilização deste email é estritamente proibida. Caso não seja o correto destinatário deste email, contacte-nos imediatamentINV00168395_A02573771_[protected].pdf

*****
NO ADVERTISING IS ON LINE FOR MY HOUSE THAT HAS BEEN PREPARED BY ME.

Please call me on [protected] (UK) or [protected] Mob PT
Julia Nicholson

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2:29 pm EDT

Trivago cancellation condition used by amoma

On 14th August 2018 I booked specifically a not "non-refundable" hotel accommodation with Amoma (reference B5PEPMR9DY2X & [protected]) amounting to £845.00 for dates of 25-27th August.
On 21st August I approached Amoma to cancel the booking but was told that a fee of £880 was payable for such a cancellation. Upon complaining Amoma said they would seek a refund from the hotel provide I agree to pay the penalty of £880 (more than my current loss). Amoma says the cancellation was penalty free up until 21st August but this was not disclosed at the time of booking. The penalty fee is also outrageous being more than the cost of the accommodation.

I would accept an exchange for the same or other hotel at some future point but again Amoma refuse such an option. They also do not give details of how to contact their complaints department.
Can you help please.

Tony

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AMOMA.com Customer Service
AMOMA.com Customer Service
Geneva, CH
Aug 28, 2018 2:46 am EDT

Hi Tony,

Please note that the cancellation policy is always displayed throughout your booking process and – after your booking is completed – also in your confirmation email as well as your customer account area on our site.
Upon looking into this matter I learned that your reservation had a flexible cancellation policy until the 20th of August, however you contacted us on the 21th of August for a cancellation for medical reasons, when full fees applied. We contacted our supplier and tried to waive the cancellation fee, however since no medical proof was provided to sustain the claim, we were informed that the no refund conditions apply.

We remain at your service for any other questions.

Eva
Your AMOMA.com Customer Support team

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5:40 pm EDT
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Trivago hotel booking

Today, 19th August 2018, I attempted to book a hotel for 22-25 October 2018 in central Amsterdam. I'm arranging a trip with my 15 year old son to celebrate the all clear from a recent illness.

I booked the Tulip Inn Leiden Centre via Trivago as the address was advertised as Amsterdam, 0.0 miles to City centre. I clicked on the offer, was forwarded to Hotels.com and completed the booking with payment in full.

I later discovered that the hotel is not in Amsterdam and have had to book another hotel for the same dates in Amsterdam. I am now down by £287 which I can ill afford to lose.

The hotel confirmation number is [protected]. I have a photograph of the Trivago advertisement on my phone but am not overly computer literate so cannot upload it for you to see.

I am hoping you can be of assistance and would be grateful for the full refund.

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10:07 am EDT
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Trivago charged for an hotel room with a denied reservation

I had a flight with an overnight stop in roma. I got in touch with trivago and took the amoma service to get a room at the hilton garden inn in fiumicino a few days before my flight.
I checked online my reservation to the hilton garden inn the night before my flight and it did not appear, neither in my name, nor under the confirmation number.
I quickly connected to trivago again to find an hotel for the following night. There was no more room at the hilton garden hotel at a price I could afford so I did take through expedia a room at the tiber hotel.
I mentionned the problem to amoma, they told me that I have to pay a fee (analog to the price of the room) to cancel. I told them that I could not cancel a room I did not have.
I would not have made a last minute reservation at the tiber for the next night if the hilton garden inn would not have denied my reservation, both under the reservation number and under my name.
I eamiled again amoma and this time they told me that it was a "no show" and I had to pay the room anyway.
I should not pay for glitch in software management/ transfer of information from amoma to the hilton garden which denied my reservation made a few days before and checked the night before my arrival in roma. There was nothing reserved for me, neither under my hotel booking reference: it290981818 number nor under my name.
I had absolutly no interest to reserve in two places for the same night. It was not a great pleasure to start searching for a room at the last minute, again, when the hilton garden denied my reservation for the next night.
I had reserved june 19, for the june 24 night in hilton garden inn and checked
My reservation at the hotel website on june 23 at night.
I want to be reimbursed for the night I did not spend at the garden inn hotel where I was denied the reservation and where I was charged.
Dr c. Milstene-zaks

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2:11 pm EDT
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Trivago hotel location misinformation

I booked the hotel through trivago before flying from agadir to Stansted airport. As it was a night flight and I had a long drive back to my hometown I decided to stay in around the airport. I searched for available hotels nearby Stansted airport. I entered the location of the airport where I requested for hotels nearby. Darlington east (Morton way) was shown as being 5.9 miles from the airport. Upon arrival at Stansted airport I realised that the hotel reserved was well in excess of 150 miles from Where I assumed I had it booked. I called the hotel to explain and try to get a hotel nearby but was unable to have one reserved. Due to the late hour of my arrival I was unable to make a booking with any other hotel due to check ins not available at such hours. I was then forced to drive home taking multiple breaks. A journey which was 3 hours 18 minutes took me nearly 5 hours. Obviously the option of driving to the booked hotel was never an option.

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Update by Altaf rashid
Jul 03, 2018 2:13 pm EDT

Cannot be happy

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6:02 pm EDT

Trivago gala hotel service not used

6/6/18 to 9/6/8 paid for 3 nights accomodation and paid for cancellation protection $475.56 confirmation no# [protected] had to cancel due to being in motor vehicle accident, rang australian contact phone no on 5/6/18 and spoke to rep of gala hotels and was told refund would be in bank within 5 days, no refund yet NOT HAPPY, what are you going to do to help me ?

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11:58 am EDT
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Trivago hotel reservation

I was looking to book a hotel near Rogers centre in Toronto and trivago directed me to the Intercontinental on front st but booked me in Yorkville. This is nowhere near where I needed to be and has cost me additional money in taxis, parking, and missed the event I was trying to go to.

I want a full refund of my hotel ($330) plus parking and cost of lost ticket for my event $300.

I will be suing Trivago if this is not dealt with immediately.

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11:51 am EDT

Trivago trivago hotel manager pro subscription

I am writing to submit a formal complaint in response to my request for a full refund of £287.28, to terminate my Trivago Hotel Manager Pro subscription for the Abba Apartment Peterborough for the period 1st June 2018 to 31st May 2019 with immediate effect which was refused by Trivago on 1st June 2018.

The evidence I have enclosed highlights that I informed Trivago of my intention to cancel the Trivago Hotel Manager Pro subscription on 9th September 2017 which was acknowledged by Trivago on 11th September 2017 .

I followed this up by cancelling the Trivago Hotel Manager Pro subscription online on 1st June 2018 to ensure that I could receive a full refund only of £287.28.
only to be told as per the afore mentioned email by Trivago on 1st June 2018 that the cancellation would not take place until 31st May 2019 and that a refund would not be authorised.

The Consumer Contracts Regulations provides a 14 day Cooling Off Period when entering a Service contract for cancellation to which full refund of any monies is paid to the Consumer. I therefore request that in line with these regulations, you cancel the Trivago Hotel Manager Pro subscription with immediate effect and provide me with a full refund of £287.28.

If I do not receive full reimbursement within the next 10 days in addition to adequate compensation for the personal anxiety and stress that this has caused me, I will have no hesitation to immediately raise this issue with the Trading Standards Authority, Retail ADR and the consumer protection programme BBC Watchdog.

I look forward to a swift resolution of this matter.

Yours faithfully

Beverly Skerritt
Email: [protected]@abbaapartmentpeterborough.co.uk

Christian Velikov - DACH (UK)

Jun 1, 16:44 CEST

Dear Beverly,

Thanks for getting in touch with us.

Unfortunately we can not give you a refund, as the contract was already extended for another year.

The following are instructions on how to cancel the contract for next year so it does not get extended again:

You are able to unsubscribe at any time without additional costs.

In order to cancel your subscription take the following steps:
• Log-In to your Hotel Manager account: www.trivago.co.uk/hotelmanager

trivago Hotel Manager
www.trivago.co.uk
trivago is a leading hotel metasearch. This is why millions of travellers turn to us when looking for a hotel * LTM ending December 31, 2017

• Click on the top right corner on "Settings - Account Settings"
• Click on the left option "Orders"
• Click on the right side "Cancel Subscription"

For hoteliers with a yearly subscription, you will continue to receive PRO services until the end of the 12-month period. After this time the contract will no longer be automatically renewed.

If you have further questions please don't hesitate to write to us.

Best regards,
Christian Velikov
Hotel Relations-Partner Satisfaction

[protected]@trivago.de
trivago Hotel Manager
Tel. : +[protected]

We're opening the database and sharing our wealth of traveller insights with you! Join the webinar for your region to learn the preferences and behaviours of travellers searching for a hotel on trivago.

Beverly Skerritt

Jun 1, 11:44 CEST

Message Url: https://www.userlike.com/dashboard/message/offline_message/details/10280585

Userlike | Free Live Chat Software for Website and Mobile Support
www.userlike.com
Live chat software for those serious about customer support. Used by 19, 000+ companies worldwide. Help when it matters, where it matters.

Name: Beverly Skerritt
Email: [protected]@abbaapartmentpeterborough.co.uk
Widget: Hotel Manager UK
Date: [protected]:44:26.032501
Hi, I have cancelled the PRO subscription on this account today and do not require the PRO subscription until May 31 2019. Can I therefore please have a full refund immediately for the subscription for this coming year which you have already taken from my bank account. Regards Beverly Skerritt

Mike Parker - Hotelier Care (UK)

Sep 11, 14:34 CEST

Dear Beverley,

thank you for getting in touch, and congratulations on the sale, we wish you all the best of luck for the future.

You are able to unsubscribe at any time without additional costs.

In order to cancel your subscription, you should take the following steps:
• Log-In to your Hotel Manager account: www.trivago.co.uk/hotelmanager

trivago Hotel Manager
www.trivago.co.uk
trivago is a leading hotel metasearch. This is why millions of travellers turn to us when looking for a hotel * LTM ending December 31, 2017

• Click on the top right corner on "Settings - Account Settings"
• Click on the left option "Orders"
• Click on the right side "Cancel Subscription"

You will continue to receive PRO services until the end of the 12-month period. After this time the contract will no longer be automatically renewed.

If you have further questions please don't hesitate to write to us.

Best regards,
Mike Parker
Hotelier Care
[protected]@trivago.co.uk
www.trivago.co.uk/hotelmanager

trivago Hotel Manager
www.trivago.co.uk
trivago is a leading hotel metasearch. This is why millions of travellers turn to us when looking for a hotel * LTM ending December 31, 2017

+[protected]
Heard about trivago's rate shopper, Rate Insights? It's a smart tool to help you set smarter prices. Find out how to start by watching this one-minute video

Beverly Skerritt

Sep 9, 10:59 CEST

Please cancel my membership with hotel trivago as the property is now up for saleie abba apartment peterborough uk so will not be renewing my membership thank Beverly Skerritt

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6:05 am EDT
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Trivago booked using the wrong address

Hi there last Saturday 19th may I booked the football hotel . I set up a login to use your services. I used a wrong email address so I couldn't verify it I use [protected]@hotmail.co.uk. which isn't correct anyway we paid for the football hotel and money was taken out my account the transaction number is. 010368.

I continued to use trivargo and booked another hotel I looked city warehouse in Manchester. After going to try and check into the football hotel and looking like [censored].

I am hoping to get a refund from the football hotel

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4:44 am EDT
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Trivago regarding my booking id [protected]

I booked through your site for stay at Ginger satalite Ahmedabad for today 12 May. I received booking confirmation but hotel did not received any. So they did not allowed me to stay at the hotel. Please refund my amount paid through credit card
Booking I'd [protected]. I need to book again for my stay and paid again. Till 12.30 12 th may today hotel ginger reception has not received the booking confirmation.

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5:19 am EDT

Trivago services

dear trivago, please stop the number of ads in hotstar, we open hotstar not to watch ur ads but to watch films and shows whenever we open any movies how much times this trivago ads are appearing, please take some action about this . this will get into peoples nerves, any way me and my 10 friends are completelly fed up with ur ads . please one ad in a film about trivago is fine . but this is like 10 times or more . please stop it, please no one is going to take up your service if u make them hate ur company

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Carolyn0912
, US
Apr 21, 2018 5:27 am EDT

oh really bad

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K
5:09 am EST

Trivago unreliable service

Here's my story: I booked a room not far away from a conference I was planning to visit that day.
When I arrived, the guy at the reception said that he couldn't find my reservation and it was very likely that my booking was canceled.
True. I contacted Trivago and asked them several questions regarding my situation. Unfortunately, they didn't say anything clear, but at least they confirmed that the booking was really canceled. Another question is why I wasn't notified, but I doubt someone will answer it.
I am thankful to this guy at the reception who found a room in their another hotel (that was on the other side of Paris though).

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Trivago Customer Reviews Overview

Trivago is a global hotel search platform that provides users with the ability to compare prices from various booking sites. Users can search for accommodations based on their destination, with options to filter by price, location, and hotel features. Trivago aggregates information from different booking websites to display a range of options, aiming to help travelers find suitable lodging at competitive rates. The service is accessible via their website and mobile app, catering to a wide audience of travelers looking for accommodation solutions.

Trivago In-depth Review

In Summary: Trivago offers a comprehensive and user-friendly platform for comparing hotel prices across various booking sites. Its ease of navigation and mobile responsiveness make it accessible for users on the go. With a wide range of accommodation options and additional travel services, Trivago caters to diverse travel needs. The booking process is straightforward, and the site provides a good balance of pricing transparency and value for money through comparison features and deals. Customer service is adequate, with multiple support channels available. User reviews and ratings add to the credibility of the listings, although the authenticity and moderation process could be more transparent. Payment options are varied and secure, and the site's loyalty programs offer additional incentives. Trivago is also commendable for its efforts in accessibility, inclusivity, and environmental responsibility. While the company enjoys a strong reputation, it could improve its cancellation and refund policies for greater flexibility. Overall, Trivago is a reliable choice for travelers looking to compare hotel prices, with room for improvement in certain areas.

Website Usability: Trivago's website is well-designed, offering intuitive navigation and efficient search functionality. The mobile version of the site maintains these usability standards, ensuring a seamless experience for users on various devices.

Range of Services: The platform provides an extensive variety of accommodation options, from hotels to vacation rentals. While Trivago primarily focuses on hotel searches, it also offers links to additional travel services such as car rentals and flights.

Booking Process: The booking interface is user-friendly, guiding users through the reservation process with ease. Reservation flexibility varies depending on the hotel and booking site chosen. Confirmation and documentation are typically clear and promptly delivered.

Pricing and Value for Money: Trivago excels in offering comparison features that help users find competitive prices. Deals and discounts are highlighted, and the site generally maintains price transparency, although final prices can sometimes differ due to additional fees from third-party sites.

Customer Service: Support is available through various channels, including chat, email, and phone. Response times are reasonable, and the quality of support is generally satisfactory, with most issues being resolved effectively.

User Reviews and Ratings: The platform hosts a significant number of user reviews, which appear to be authentic. The quantity and quality of feedback contribute to informed decision-making, although details on the review moderation process are not prominently disclosed.

Payment Options and Security: Trivago offers a range of payment methods, and transactions are secure. The site's privacy policies are in line with industry standards, ensuring user data protection.

Loyalty Programs and Incentives: The site provides rewards programs and member benefits, including exclusive offers that enhance the value proposition for frequent users.

Accessibility and Inclusivity: Trivago includes features that cater to users with disabilities and offers multilingual support. Family-friendly options are also available, making the site accessible to a wide audience.

Company Reputation: Trivago has received industry recognition and positive press coverage. The company's corporate social responsibility initiatives demonstrate a commitment to ethical practices.

Cancellation and Refund Policies: Cancellation policies are largely dependent on the third-party booking sites, which can sometimes lead to less flexibility. The refund process and timeliness are adequate, but fees and penalties are not always clearly communicated.

Website Content and Information Accuracy: The quality of descriptions and images is generally high, contributing to an informative browsing experience. However, there have been occasional discrepancies in pricing and availability, which could be improved for greater accuracy.

Partnerships and Affiliations: Trivago has a broad network of partner hotels and airlines, ensuring a wide range of options. The reliability of these partners is typically good, with smooth integration with other travel services.

Innovation and Features: The site includes unique tools such as price alerts and occasionally virtual tours. Trivago continues to invest in technological advancements to enhance the overall user experience.

Environmental and Social Responsibility: Trivago demonstrates a commitment to sustainability by promoting eco-friendly accommodation options and engaging in community initiatives.

Overall Experience: Trivago provides a solid platform for hotel price comparison, with a user-friendly interface and a wide range of services. While there are areas for improvement, particularly in cancellation policies and information accuracy, the site's overall performance is commendable. It stands as a competitive option among travel comparison websites, with a strong emphasis on user experience and social responsibility.

How to file a complaint about Trivago?

### Guide on Filing a Complaint Against Trivago on ComplaintsBoard.com

1. Log in or Create an Account:
- If you already have a ComplaintsBoard.com account, log in. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button at the top right corner of the ComplaintsBoard.com website.

3. Writing the Title:
- Summarize the main issue with Trivago in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about key areas of concern.
- Mention relevant transaction details with the company.
- Describe the nature of the issue, steps taken to resolve it, and the personal impact.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field for financial losses and the 'Desired Outcome' field for specifying the resolution sought.

7. Review Before Submission:
- Ensure the complaint is clear, accurate, and complete before submission.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

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This guide will help you effectively file a complaint against Trivago on ComplaintsBoard.com.

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